I have a new boss. I don’t yet know exactly how he thinks or what he expects from me. Sound familiar? Even if the organizational structure at your facility has not changed recently, you may have wondered exactly how and what to communicate to your manager or boss.
I suspect that one of my colleagues has an eating disorder and another suffers from exercise addiction. While I’m inclined to mind my own business, participants are starting to talk. Some of them are worried and asking me whether these instructors have a problem. Others comment on how great these instructors look and are asking me their “secret to success.” What do I do, if anything?
How well do you serve your clients? Here are 20 ways for you and your business to provide outstanding customer service.
Customer Service on a Platter
By Sherri McMillan, MSc
A few years ago an elderly gentleman walked into the gym where I worked and claimed he had never exercised a day in his life. Surveying the spread of our facility, the portly individual explained how he finally decided it wa...
You’re a whiz at creating choreography. Now if only you could remember the combinations every time you taught. Or maybe you’re one of those people who can remember every face you see, but when you have to put a name to a face, your memory freezes.
Do these scenarios sound familiar? Then read on. Memory experts and veteran instructors have a few unforgettable tips for strengthening your memory. Give these suggestions a try, and remembering names and choreography will soon be a snap.
copy and pass along to your staff courtesy of IDEA
How to Manage Angry Customers
By Richard Gerson
a statement that the person may perceive as placing the blame elsewhere or passing along the responsibility to resolve the issue. 6. Thank the Customer. That's right, say "thank you" to the individual for bringing the issue to your attention. Remember, only a small portion of your customers will tak...
newsletter_teaser: Social media is a great tool for spreading the word about your services and increasing your clientele list. But with so many social media platforms out there, it’s difficult to know which ones to join, what information to post on them, and how much time to spend using them.
IDEA asked some of it's members how they go about helping clients through their training plateaus. Here are a few of their responses:
Clients who have hit a plateau may need some additional tweaking of their program or lifestyle to get them to progress toward their goals. In my studio, we focus on the trifecta for success: nutrition, stress management and sleep.
Imagine that your beloved group exercise director has just given her notice. She is a well-respected, long-term employee, and now you have to hire someone new. Group exercise staff members are shocked by the news, and they start talking—to each other, to members, to friends and to anyone else who will listen.
newsletter_teaser: Imagine that your beloved group exercise director has just given her notice. She is a well-respected, long-term employee, and now you have to hire someone new. Group exercise staff members are shocked by the news, and they start talking—to each other, to members, to friends and to anyone else who will listen.
Proper phone etiquette is essential in a health club environment. Many people prefer to call ahead to ask simple questions, rather than physically coming in. It’s their way of getting a “feel” for your facility. As a manager/owner, you want that introductory phone call to translate into a new membership. However, phone communication has degraded among young adults working the front desk, and it’s easy to see why. newsletter_teaser: Proper phone etiquette is essential in a health club environment. Many people prefer to call ahead to ask simple questions, rather than physically coming in.
newsletter_teaser: If you think you know obese clients, think again. We talked to obese (and formerly obese) consumers—and the fitness pros who work with them—to find out how they feel, what they think of the fitness industry and how we can better help them become healthy and vibrant.